Job Title:  Technical Support Field Specialist

The Technical Support Field Specialist provides comprehensive technical support for Reichert instruments via phone, email, and on-site visits. This on-site role involves troubleshooting, servicing, and maintaining ophthalmic instrumentation while ensuring high-quality customer service and technical documentation.

Key Responsibilities

• Provide technical support for Reichert products via phone and email.
• Research and gather information to address technical product questions, including interviewing subject matter experts.
• Create and update user guides, parts/service manuals, and other documentation.
• Provide status updates on repairs and create RMA forms for customers returning instruments for servicing, replacement, parts, or accessories.
• Process paperwork for repairs and loaners.
• Utilize Reichert's internal MRP and complaint systems to document product returns, complaints, and manufacturing information.
• Attend product meetings and collaborate with product teams to improve instrument quality.
• Deliver service training and travel to Reichert-certified dealers, government agencies, doctors’ offices, and trade shows for on-site technical support (up to 15% travel required).
• Develop and maintain clear, concise technical documents—including diagrams, flow charts, and graphics—that meet ISO and industry technical writing standards.
• Assist in the development and maintenance of company style guides, templates, and document control.
• Update, edit, and modify Reichert manuals using source programs (e.g., InDesign, Word).

Requirements for Consideration

• Two-year technical degree with a technical support background or 5 years of experience.
• Mechanical and electronic repair experience to support Reichert product servicing.
• Background and working knowledge of ophthalmic instrumentation (preferred).
• Experience with serial communication and familiarity with EMR (Electronic Medical Record) systems (preferred).
• Excellent customer service and interpersonal communication skills.
• Strong problem-solving abilities.
• Ability to maintain and organize technical information.
• Capability to train dealer technicians on repairing, calibrating, and using ophthalmic instrumentation.
• Technical writing experience, including gathering source information and composing manuals and procedures using Adobe (e.g., InDesign, Acrobat, Photoshop) and Microsoft (e.g., Word, Excel, PowerPoint) applications.
• Advanced technical proficiency in hardware, software, networks, and systems.
• Knowledge of cybersecurity principles.
• Familiarity with emerging technologies such as AI and machine learning.
• Effective communication and collaboration skills.
• Commitment to continuous learning and adaptability.
• Strong time management and prioritization skills.
• Project management experience.